OMNI
Chats & Customer Engagement
Chats & Customer Engagement
OMNI integrates all chats into a unified platform, allowing your team to handle customer interactions through modern channels that they prefer. With features like AI bots, auto routing of multiple chats to agents, reporting, and categorization of chats, you can significantly enhance your service response rate. Our platform has both SaaS and private setup options, which means you can host it anywhere you like and start leveraging the benefits of omnichannel messaging without worrying about where your data resides.
WhatsApp, Telegram, Web and Much More
Our platform integrates with a wide range of social media and popular chat platforms, including WhatsApp, Telegram, Facebook Messenger, Twitter, Line, Instagram, and many others.
Secure & Reliable
We have partnered with certified and accredited upstream providers to meet all your chat requirements. Additionally, our platform can be set up within your preferred data center or provider, and you can choose to store your data on your own cloud if you prefer.
Automate With Bots
We offer the capability to set up conversational AI bots or Q&A bots with guided or freehand inquiries. Our bots are supported on all channels, including web channels, providing a seamless and comprehensive experience for your customers.
Private - Your own Instance
What sets us apart from other solutions is that we offer the flexibility to host everything within your organization through a simple integration method, ensuring that your data is stored on your own network(s).
Integrate With Slack
If you use Slack for your business communications, you can now integrate all the channels supported by OMNI into Slack with ease. OMNI allows you to enhance your Slack experience and support more OMNI chats within the platform.
Do complex Things
With our APIs, OMNI can be seamlessly integrated with complex process automation platforms. This means that any action taken in OMNI, such as a new message or a reply, can be directly integrated into any existing platforms that you may have.
List Of Standard Features
Common social channels like WhatsApp, Website Chats, Telegram, Line, Facebook Messenger, Instagram, Twitter, email and SMS are supported by default. On top of that, we also support custom web chats and integrations to any platform that supports {webhooks}.
You can ensure highest efficiency by our automatic routing of chats to multiple agents and escalate to other teams/agents. Attach labels relevant to the conversation for reporting purposes automatically. .Escalate or route chats to suitable correspondents from your chat window too.
Do not limit yourself to just text. OMNI supports* images, voice notes, video and audio attachments and also location that agents can click and check using Google Maps or Waze or your custom map application.
*Selected channels only
Setup a global canned response that your agents can use directly in their chats. After a particular chat, you can choose to rate the responses by using our customer survey option and get feedback right inside OMNI’s reporting. You can also define business hours so we send a message informing your customers to contact you within your working hours.
Automation allows you to set rules such as ‘what to do when a certain keyword is received’ or ‘what to do when a message comes in from a certain inbox’.
Searches scrubs through entire organizational chats, and look for keywords that you are interested in. Agents can also insert private notes that are also searchable. Private notes are a fantastic way to have your own notes about a particular chat that only you can see.
Channels Subscription, Usage, Setup and Pre-requisites
Subscription:
WhatsApp Business API comes with a monthly subscription cost, a service offered by our Business Service Provider (BSP) 360Dialog.
However, WhatsApp Cloud API has no subscription charges.
Usage cost:
META/Facebook provides free 1000 customer or business initiated messages per month. After that there will be a cost per conversation.
Please refer to this for usage cost from META. If you’ve subscribed from ORENCloud the WhatsApp Business API, ORENCloud will bill you on a monthly basis for messages past 1000. For WhatsApp Cloud API, you will need to pay directly to META/Facebook on your Facebook account that manages your respective Facebook page(s).
Assisted setup:
Yes
Pre-requisite:
One or more Facebook Business Page(s) preferably a verified business account, administrative access to your Business Page(s). Access to the phone number to receive call during setup. You can use your own numbers or get one from ORENCloud.
*See WhatsApp footnote
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
Access to your website to add a <javascript> code snippet
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
One or more Facebook Business that you have administrative access to.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
Instagram Business Account(s) that is connected to your Facebook Business Page(s) that you have administrative access to.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
SMTP/IMAP capable email provider like M365, Google for Enterprises etc.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
Twilio account with prepaid balances for incoming and outgoing.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
You need to call certain APIs and Webhook to receive messages in this channel
Built-in or Custom Dashboards
Use an existing wallboard or can build any sorts of dashboards with a simple graphical engine as an add on to your awesome OMNI chat experience. Dashboards are a terrific way to visualise your entire operation in one screen and it’s updated in real-time or as often as you want it to update.
WhatsApp Footnotes
*As of May 2023, META offers a free allowance of up to 1000 unique conversations per month for receiving WhatsApp messages initiated by customers (a conversation is a unique customer within a 24-hour window). Please note that META/WhatsApp charges for usage based on the countries, and we recommend referring to the pricing table for more information here.
